For information relating to policies purchased prior to 27 June 2024, please check the Policy Wording provided with your purchase. You can contact us if you need this sent to you again. For policies purchased from 27 June 2024, please see below.
If your trip hasn't gone to plan and you need to find out more about travel insurance for emergency transport, evacuation and repatriation expenses, this information may help.
If you are accidentally injured, become seriously ill, or in a worst-case scenario you or a loved one dies while abroad, your policy may cover emergency transport, medical evacuation and repatriation back to your country of residence.
Keep in mind that you’ll first need to contact our 24/7 Emergency Assistance Team before incurring medical costs. You must let us know how you are going and keep in contact with our assistance team until you no longer require treatment or assistance.
If you are travelling in the European Economic Area (EEA) or Switzerland, you must carry your valid European Health Insurance Card (EHIC) to access medically necessary, state provided healthcare.
What’s covered
Depending on where you are and what’s happened to you, cover is available for emergency medical transport by road ambulance or other suitable transport (including by helicopter if available and medically necessary) to transfer you to:
- the nearest, most appropriate hospital/medical facility;
- another city, neighbouring country or back home for the most appropriate medical care.
If repatriation is medically required on the advice of the attending medical practitioner, there’s cover for:
- reasonable, medically appropriate transportation to get you home, including: air ambulance, class upgrades;
- other reasonable additional expenses such as a medical escort or the costs of your travelling party, a friend or a close relative to travel home with you (or accompany your insured child if you’re not able to).
If you die overseas, then the repatriation cover includes:
- transport of your remains back to your country of residence for local funeral expenses (cremation or burial), including any statutory arrangements required (such as embalming and a zinc coffin)
- cremation overseas and transport of your ashes to your country of residence
How it works
If something happens and you need emergency transport, you (or someone else) MUST:
- First contact our Emergency Medical Assistance Team as soon as you can and remain in contact until your return home or until you no longer require treatment or assistance.
- Work in consultation with the Emergency Medical Assistance Team and your treating doctor to decide and arrange the most appropriate transportation.
Be aware that if the Emergency Assistance Team is not contacted or if you arrange your own repatriation or transport which is determined to not be medically necessary or reasonable under the circumstances, cover may be limited.
Where you go, when and how you get there, the availability of transport and the suitability of the medical facilities nearby will depend on where you are located and your medical situation.
What’s not covered
Here are some of the main things that aren’t covered:
- The cost of a return flight home if you don’t already have one. Why? Because the cost of a return flight is considered a normal travel cost.
- If you refuse to be repatriated after being declared medically unfit to continue on your trip, then any ongoing or additional costs are your responsibility.
- Any expenses that relate to a pre-existing medical condition as explained in the policy wording.
- Any costs you incur once you get back home.
- Any exclusions noted in the policy wording.
The policy isn’t designed to cover everything so take the time to read the terms, conditions, limitations and exclusions in the policy wording for full details, so there are no surprises if you need to use it. If you’re not sure if something is covered get in touch.
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